• Lead a team of Client Service Associates, ensuring their effectiveness and success.
• Evaluate and oversee representative performance, maintaining the highest standards of integrity.
• Address escalated customer complaints and handle complex situations with professionalism and empathy.
• Conduct training sessions for the customer service team to enhance their business acumen, customer service proficiency, and operational efficiency.
• Utilize customer feedback to internally optimize processes across the platform, collaborating closely with product and technology teams.
• Continuously assess operational processes to ensure efficiency and effectiveness.
• Adhere strictly to all compliance and risk procedures, following corporate and industry protocols meticulously.
• Collaborate with other Team Leads on various ad-hoc projects as needed.

Requirements/Qualifications:

• Bachelors degree in finance, economics, business, or a related field.
• 5 years of experience as a CSA
• Series 7 certification, and either Series 24 or Series 9/10 are preferred
• Strong problem-solving skills and adept project management abilities.
• Demonstrated capability to perform well under pressure in a fast-paced, multitasking environment.
• Self-motivated and collaborative team player with a proactive approach.